CFNA - Ops Common Procedures

What must our inbound introduction have (select all that apply)

• Brand of the company

• Your name

• On a Recorded Line

• Amount Due

To verify an IB caller, what must we ask for?

• Full name

• Last 4 of SSN or DOB

• Card Number

• How much they owe

What word must we avoid saying if the call has not been verified (OB or IB) [select all that apply]

• Account

• Card

• CFNA

• Your name

If the person on the line is a Third Party, looking to pay, what must we ask of them? (REMINDER: even if they verify the following, we must NOT give or mention any information)

• Full Name of the BOSS

• Last 4 of main account Holder SSN or DOB

• Relation to the Boss

If the person on the other line does not know the BOSS or has any business with CFNA, what must we do?

• WRONG NUMBER

• CEASE AND DESIST

• Leave a message

• See if they want to pay

What kind of third party can know only basic information (MPD, due date, balance, late fee adjustments) on an account?

• Spouse

• Authorized Contact

• Third Party

• All the above

What kind of third party has access to virtually everything but cannot close an account or change contact information?

• Spouse

• Authorized Contact

• Third Party

• All the above

What third parties can process ACH or Debit Card payments?

• Spouse

• Authorized Contact

• Third Party

• All the above

What must you do if someone claims FRAUD before 5:30pm EST?

• Transfer to FIT

• Fill in Fraud claim and uticket

• Supervisor line to take call

• Dismiss, since we are not COPS department

Where are Utickets meant to be created for Fraud Referral or Fraud App/ID Theft?

• KATABAT

• Solution Builder

• Livevox

• Kaydee